Rust corrodes customer trust

The true test of a company's commitment to its customers comes when things go wrong.Sadly, most are so fixated on the financial consequences of fixing the problem in a way that will delight the customer that they totally fail to spot the marketing opportunity.One of the startling findings of the fourth SA Business Ethics survey, released by The Ethics Institute last week, was this: "The percentage of employees who agree that their companies expect them to do what is right for customers has decre...